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About the Role

The Director of Front Office is responsible for overseeing Guest Services, Valet, and Front Desk operations, ensuring high-quality service, maximizing room revenue, and developing staff. This role also serves as a liaison to leased restaurant and retail operations within the hotel.

Responsibilities

Ensure attentive, friendly, helpful, and courteous service to guests, managers, and employees.
Respond to guest requests, problems, complaints, and/or accidents promptly and efficiently, ensuring guest satisfaction.
Motivate, coach, counsel, and discipline assigned personnel according to hotel standards.
Conduct front-of-house interviews and adhere to hiring procedures, supporting HR recruiting efforts.
Develop employee morale and train Rooms Division personnel.
Maintain professional working relationships and open communication with management and other departments.
Ensure implementation of Highgate Hotel policies and house rules.
Ensure all Service Standards by Position competencies are signed off by Rooms division managers.
Monitor completion of Service Standards by Position Training Checklists for hourly staff.
Monitor oversold dates to maximize rooms revenue.
Conduct daily tours of operating departments, greeting employees and soliciting feedback.
Ensure effective training according to Highgate Hotel standards.
Attend daily and monthly meetings.
Monitor and support Hyatt programs such as GEM and Gold Passport.
Monitor expenses and maximize profit using checkbook accounting.
Monitor and ensure compliance with SOP’s.
Conduct walk-throughs of public areas and guestrooms to ensure cleanliness and maintenance standards.
Coordinate major projects such as renovations and capital expenditures.
Conduct weekly meetings, including a monthly financial review.
Perform performance reviews and ensure managers comply with standards in their administration of reviews.
Monitor labor expenses through schedule approval and ensure budgeted productivity.
Prepare department heads for succession through development.
Prepare the Rooms Division annual budget, Communications, and Other Income.
Participate in the M.O.D. program as scheduled.
Operate all aspects of the Front Office computer system, including software maintenance and report generation.
Monitor Synergy MMS operation and ensure follow-up on requests.
Assist in preparation of revenue and occupancy forecasting.
Communicate efficiently and professionally with hotel staff.
Coordinate the implementation of the Highgate Hotel philosophy of service.
Ensure staff is knowledgeable about corporate marketing programs and their implementation.
Monitor all V.I.P.'s and special guests.

Requirements

At least 6 years of progressive experience in a hotel or related field; OR a 4-year college degree and at least 2 years of related experience; OR a 2-year college degree and 4+ years of related experience.
Previous Front Office management experience is required.
Proficiency in MS Excel and MS Word.
Ability to work long hours when required.
Effective verbal and written communication skills with all levels of employees and guests.
Ability to listen, understand, and clarify concerns from employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
Attend all hotel-required meetings and trainings.
Participate in M.O.D. coverage as required.
Maintain regular attendance in compliance with Highgate Hotel Standards.
Maintain high standards of personal appearance and grooming.
Comply with Highgate Hotel Standards and regulations for safe and efficient operations.
Maximize productivity, identify problem areas, and assist in implementing solutions.
Effective problem-solving skills, including anticipating, preventing, identifying, and solving problems.
Ability to understand and evaluate complex information from various sources.
Ability to maintain confidentiality of information.

Skills

Guest Services
Valet
Front Desk operations
Revenue maximization
Staff development
MS Excel
MS Word
Communication
Interpersonal skills
Problem-solving
Multitasking
Time management
Customer service
Budgeting
Financial review
Front Office computer system operation
Synergy MMS

Location

Manhattan at Times Square, New York

Work Type

Full-time

Experience Level

Director level
6+ years of experience
2+ years of experience with degree
4+ years of experience with 2-year degree

Education Level

4-year college degree
2-year college degree

About the Company

Highgate is a premier real estate investment and hospitality management company.
Recognized as an innovator in the industry.
Dominant player in U.S. gateway markets and expanding in Europe, Latin America, and the Caribbean.
Portfolio exceeds $20B in asset value and generates over $5B in cumulative revenues.
Provides expert guidance through all stages of the hospitality property cycle.
Develops bespoke hotel brands and utilizes industry-leading proprietary revenue management tools.
Executive team consists of experienced hotel management leaders.
Trusted partner for top ownership groups and major hotel brands.
Maintains corporate offices in London, New York, Dallas, and Seattle.